Strategies for providing next-generation service for today’s customers
Customer Service 34 min listen
Customer service expert and New York Times best-selling author Shep Hyken chats to Intercom’s Ali Biggs about what has changed in the world of customer service and why ultimately, a lot has stayed the same.
Customer Service 5 min read
Training a chatbot might sound complex, but it’s more straightforward and intuitive than you might imagine. These are our best practices for how to do it.
Customer Service 7 min read
As we make our customer support fully remote, we are rethinking how we use our workflows, automation tools, and day-to-day rituals to protect team dynamics and productivity.
Customer Service 4 min read
When most communication is nonverbal, how do you make sure what you say and hear aren’t misinterpreted when you’re working remotely?
Customer Service 5 min read
Today we’re introducing Resolution Bot – the next generation of our intelligent support chatbot. With Resolution Bot, you can deliver immediate resolutions to your customers and immediate value to your support team.
Customer Service 7 min read
You don’t need to lose touch with your customers as your company grows. Customer support sessions help us build and nurture a customer-centric strategy, product roadmap, and culture – even as we scale.
Customer Service 9 min read
Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers. And delivering on that promise requires making critical choices – from what their mission is to how they work.
Customer Service 7 min read
One of the unavoidable realities of working in customer support is having to deal with people who are upset. Learning how to handle these situations will help you not only defuse angry customers but also keep your cool.
Customer Service 7 min read
Creating great proactive help content – that resolves your customers’ queries – is a dialogue between your support team and product team. Start with these four questions.
